Interactive Voice Response software provides automated call center capabilities by enabling customers to use the keys on a touch-tone phone to access information, such as bank account balances, flight arrival and departure times, and package delivery status.
This interactive capability is provided by using a pre-recorded human voice stored on a computer hard drive, or by using an application commonly referred to as text-to-speech software. These pre-recorded options are accessed via customizable touch-tone dialing (DTMF) phone menus.
Some IVR providers offer self-service solutions that include an unlimited number of phone menu service options such as playing a message, routing an interaction to a queue, sending a fax, opening a sub-menu, and other interactive features.
Advanced features include data connectivity to multiple ODBC data sources, wireless access, automated speech recognition (ASR), in-depth reporting, Voice XML and SALT support, and support of multi-channel communications, such as input by Web or fax. Applications can vary in scalability, from several ports for a single location, to thousands of ports suitable for multiple centers or even carrier networks
Industry analysts report that interactive applications can significantly reduce the cost of supporting customer interactions if advanced speech software is used to more flexibly support complex customer interactions, such as helping callers self complete applications, scheduling service requests, providing technical support, and handling financial transactions. Some studies show that companies migrating from touch-tone to ASR experience up to a 15 to 20 percent gain in un-assisted call completions.
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